Scientific Support Associate

POSITION SUMMARY

The responsibilities of this position(Scientific Support Associate,SSA)aretorespondto incoming technical inquiriesand basic complaintsbyprovidingtechnicalassistanceonProtein Simple brand instrumentation, software, and applications, with a focus on first-class customer experience.Additionalresponsibilities will includemaintainingtechnical resourcesand continual trainingto staycurrenton technical information for old and new products.Performadditionalduties as assigned.

ESSENTIAL FUNCTIONS

• Answersand documentsincoming customer inquiriesby phone, email,and chat.Meets with customers via video conference – Teams, Zoom, Webex, etc., as needed.

• Addresses inquiriesoninstrument and software operation,productselection,techniques,procedures,andperformssimpletroubleshooting.Initiates complaints and works with theappropriate team(s)to resolve. 

• Documents communications and resolutions in Salesforce (CRM, Customer Relationship Management Database).Providesadequate information to theScientific Supportteams toproblem solveor toassistwith resolution ofissue.

• Communicates with Scientific Support Team, Customer Service, Field Serviceand Applications, and Sales teamsregardingongoing cases and issues.  

• Documents information and recurring technical issues to support product quality programs and product development.

• AssistsScientific Supportin department functions/projects including but not limited tothe maintenance of technical resources, training materials, andFAQs.

• SupportsMarketing and internal teamsby providingVoice ofCustomer.

• Initiatesreplacement ordersif required by complaint. Is aware of Field Notifications and requiredactions.

• Keeps up to date on current technology and use of product lines byattending seminars, reading current scientific literature,andusing products inlab.

• Keeps up to date with training and readingStandard Operating Procedures (SOPs).

• Follows company policies and practices as outlined in Handbook andfollowsguidelinesregardingsafety as outlined in the AWAIR, Chemical Hygiene,and Exposure Control manualsin accordancewiththe job.

• Performsadditionalduties as assigned.

JOB SPECIFICATIONS

Education and Experience:

This position requiresa minimum of abachelor’sdegree in Biological Sciences, Biochemistry,or equivalent with a minimumof 0-2 years ofdirectly relatedorlaboratory experience.Customer service or sales experienceis preferred.A workingknowledge of Microsoft Word and Excelare.Must be able to typea minimum of40 words per minute, >60 wpm preferred.Must be able to work in afast-pacedenvironment, multitask,and havegood communicationskills, both verbally and in writing.

Knowledge, Skills,and Abilities:

• Knowledge of the systems, processes, products,andapplications in which these products may be usedandtheservices of the company.

• Ability to work with a variety of computer applicationsand quickly apply these tools to fulfill the duties of the job with respect to communications, documentation, dataanalysisand customer support.

• Skills inestablishingeffective interpersonal relationships such as the ability tosolicitkey ideas and information.

• Skills in problem solving and critical thinking, including the ability toidentifyand appropriately evaluate an alternative course of action.

• Skills in verbal and written communicationincludingtechnical writingand presentation,allowing the ability to communicate professionally across all layers of the organization, as well as with customers.

• Ability to make effective decisions and executean appropriate courseof action considering all relevant variables.

• Ability to negotiate by collaborating with others to arrive at a conclusion using compromise, persuasion,rationality, and diplomacy.

• Ability to handle sensitive and proprietary information with discretion and confidentiality.

• Ability tocomplete new assignments with a moderate level of written or verbal direction, and toact independentlyon routineassignments or projectswith minimal verbal or written direction.

• Ability to plan,organize,multi-task, and effectively prioritize tasksto complete assignments in an efficient manner.

• Ability to pay attention to details andperform at ahigh-levelaccuracy.

• Ability to workindependentlyand with a team.

• Ability to adhere to a dailyloginschedule to ensure sufficient coverage of all channels.

• Knowledge of safety and company rules and policies.

• Availabilityto workwithin ourstandard businesshours(7:00 A.M. to 6:00 P.M.Central Time).